Already sitting dog, owner's vacation cancelled due to weather - How would you respond?
Dog was dropped off yesterday afternoon (8/31), and we were supposed to watch dog until 9/5. We have a strict policy, because we've had instances where owners book then cancel last minute, and I was annoyed with refunding them the full amount. Weather is unpredictable of course, and are notified mid-late morning that their flight was cancelled. They picked up their dog at 1:30pm this afternoon.
They had asked my bf about cancellation policy when picking up the dog, and he said he would ask me. So I messaged to let them know that they should receive a refund at 50% for the remaining days. Owner replied thanking me for the information, the dog seemed to be very comfortable, and will definitely use us again & recommend to friends and family. Received another message approx 30 min later thanking again for taking care of their dog & asking for a full refund for the unused days, and in speaking with other owners, they do offer a full refund...and hoping to reschedule the trip and stay with us.
We only charge $25/night for our base rate, and since the stay was booked we wouldn't book other dogs....so it would be money lost. The policy is on our profile, so they should've know it upon booking. There is no guarantee that they will book again...and I get the impression in their message they may have cancelled last-minute before. I would like to stick with the 50% refund for unused days.
I am on the fence as to how I should approach this, so I want to see how others would deal with the situation.
Thank you in advance.